CAPABILITY

Want Disruptive Growth? Look to Continuous Customer Relevance

THE BURNING PLATFORM

We live in a world where customer expectations are constantly evolving. They demand curated experiences, seamless interaction and immediate satisfaction. With more information than ever at their fingertips, they also have more control of when, where and how they interact with brands.

Seventy-three percent of Chief Executive Officers know products, services and experiences should be more meaningful to their customers. But only 22 percent of consumers say that companies actually tailor their experiences based on a deep understanding of customer needs, preferences and past interactions.*

So, what does it take to win over these empowered customers to drive engagement and new sources of enterprise growth? Enter a disruptive era of hyper-relevance, where products and services are evolving in real time to adapt to customer needs and preferences.

To decode the new, business executives need to re-think their marketing, sales and customer service strategies to improve the customer and partner experience. Using the right mix of technologies, they can optimize processes and operations and unleash new levels of connectivity, engagement and relevance.

WHY IT MATTERS

Customers today demand products, services and experiences that are relevant and meet their needs and wants in the moment. They want seamless engagement across multiple trustworthy platforms and channels. In fact, 58 percent of consumers would switch half or more of their spending to a provider that excels at personalizing experiences without compromising trust.*

Marketing leaders embrace an “always-on” mindset to stay on top of both data privacy and relevance. Take the telecoms industry, for instance, where competition for consumer loyalty is fierce. Leading telecom companies are investing in platform technology and analytics that empower their employees to deliver insight-driven experiences, hyper-personalized services and solutions that drive long-term growth.

Similarly, B2B executives can adopt an ecosystem mindset to improve customer experiences - creating a trusted environment that encourages partners to deliver the types of experiences that drive growth.

HOW WE DO IT

Digital has disrupted every aspect of business as we know it. It has transformed siloed functions—marketing, sales, customer service—and is changing the way companies think about digital capabilities to drive growth.

We help executives on the front line to:

Power
Disruptive Growth

Move to an agile “Living Business” that responds to evolving business landscapes and higher customer and employee expectations, often sparked by digital technology.

THE WAY FORWARD

On the front line, success no longer rests on the ability to improve the performance of marketing, sales or service individually. Rather, the ability to transform and integrate all of them effectively will be the source of differentiation and disruptive growth.

Ninety percent of business executives cite customer experiences as a critical factor to achieving their organizations’ strategic priorities. That’s up from 86 percent two years ago. Find out how a new focus on customer experiences spurs growth.